Technical Support Specialist

Landmark Properties, Inc.; Athens (GA); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Landmark Properties is seeking an IT Help Desk Technician to provide technical support to tenants and staff, by phone or in person, ensuring uptime of systems and security equipment. You will be the first point of contact and handle remote troubleshooting.

Responsibilities include documenting issues, guiding users through solutions, escalating complex problems, and reviewing CCTV footage when security incidents occur.

Qualifications

• High School Diploma or GED required.
• Bachelor’s in IT, CS or related field preferred.
• Proven experience as a help desk technician or in a similar customer support role.
• 1+ years of customer service experience.

Responsibilities

• Serve as the initial contact for customers seeking technical assistance via phone or email.
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Document routine/novel work performed during problem resolution process.
• Determine the best solution based on the issue and details provided by customers.
• Walk customers through the problem-solving process.
• Direct unresolved or trending issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems, follow up with customers, and update their status and information.
• Review CCTV footage in response to security incidents or alarms.
• Maintain accurate records of reviewed footage and incidents for future reference and analysis.
• Pass on feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest improvements to procedures.

Skills

Customer service

English proficiency

Technical troubleshooting

Communication skills

Remote-control tools

Office automation tools

Mobile devices

Education

High school diploma or GED

Bachelor’s in IT / CS or related field preferred

Job description

Job Description The Student Housing Technologies (SHT) IT Help Desk Technician provides technical support and assistance to customers, whether over the phone or in person. Their primary intention is to ensure client satisfaction and the proper operation of any machinery or technology that customers may be having trouble with. As an IT Help Desk Technician, you’ll play a crucial role in maintaining the company’s reputation and business. Reports to: Network Operations Manager

Duties/Responsibilities

• Serve as the initial point of contact for customers seeking technical assistance via phone or email.
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Document routine/novel work performed during problem resolution process.
• Determine the best solution based on the issue and details provided by customers.
• Walk customers through the problem-solving process.
• Direct unresolved or trending issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems, follow up with customers, and update their status and information.
• Review recorded CCTV footage in response to security incidents or alarms.
• Maintain accurate records of reviewed footage and incidents for future reference and analysis.
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures.

Education & Experience

• High School Diploma or GED.
• Bachelor’s in IT, Computer Science or relevant field preferred.
• Proven experience as a help desk technician or in a similar customer support role.
• 1+ years of customer service experience.

Preferred Knowledge, Skills, & Abilities

• Familiarity with office automation products, databases, and remote-control tools.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English and excellent communication skills.
• A customer-oriented approach and the ability to remain cool-tempered.

Work Environment

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Travel

The employee may infrequently drive a vehicle (intrastate and interstate travel) or be subject to air travel for purposes of Company business.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Equal Opportunity Statement

Landmark Properties is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

#LI-LF1 Landmark Properties is a fully integrated real estate firm specializing in the acquisition, development, and management of high-quality residential communities. Backed by a deep understanding of the markets, a commitment to quality, and a strong track record of success, Landmark is responsible for some of the premier student housing communities in the nation. Headquartered in Athens, GA, Landmark Properties started out as one of the foremost developers and managers of off-campus housing communities in the country. Landmark is focused on maximizing each property’s value while providing the very best college living experience for its residents. In recent years, Landmark Properties has expanded into the single-family and traditional multifamily housing market. The company is positioned to develop and build a variety of housing types for not just college students, but others who desire an unmatched rental experience. Landmark’s mission is to be the leading choice for capital partners in search of strategic investment opportunities in the housing sector. In addition to providing exceptional results for Landmark’s investors, the company is dedicated to transparent business interactions, excellent client relations, and an unwavering commitment to integrity.